Melissa Rivera
South El Monte,CA
Summary
Dynamic Dispute Specialist with extensive experience at Nordstrom Card Services, excelling in chargeback processing and regulatory compliance. Proven track record in evidence gathering and dispute resolution, delivering exceptional customer service. Bilingual in Spanish, adept at communicating effectively with diverse clientele while managing complex cases efficiently.
Overview
10
10
years of professional experience
Work History
Dispute Specialist 2
Nordstrom Card Services
Santa Ana, CA
11.2024 - Current
- Receive and open new chargeback cases.
- Set compliance guidelines for cases and confirm any necessary letters are sent.
- Gather all relevant evidence to build the strongest case for our cardholders.
- Submit cases through Visa online within the Visa rules and regulations.
- I am responsible for all personal compliance including delinquent reporting, Regulation Z, and 60 day reports.
- Answer phone calls for the department and provide Nordstrom brand customer service.
- Review decline documents from merchants, and decide how to move forward and fight for your cardholder.
- Assist Spanish speaking customers.
Dispute Specialist 1
Nordstrom Card Services
Santa Ana , CA
06.2022 - 10.2024
- Receive and open all Nordstrom retail and debit on-us disputes.
- Gather all necessary evidence to make final decision.
- Partner with store personnel, asset protection, Nordstrom.com, and Nordstromrack.com to determine outcome of dispute resolution.
- Responsible for personal compliance which includes delinquent reporting.
- Answer phone calls for the department while providing Nordstrom brand customer service.
- Assist spanish speaking cardholders.
Third Party Dispute Specialist
Nordstrom Card Services
Santa An, CA
02.2022 - 06.2022
- Conduct case reviews for all third-party tenders, such as AMEX, Discover, MasterCard, and Visa.
- Use Worldpay IQ to gather all relevant information in order to respond to merchant banks.
Flex Service Center Representative
Nordstrom Card Services
Santa Ana, CA
09.2017 - 02.2022
- I was part of a successful testing group, which started as three people, testing the efficiency of being a hybrid representative with customer service and collection skills.
- Review delinquent accounts to bring customers current with payments or payment programs.
- Answer all calls for customer service, collections, and fraud.
- Work tickets via email for Nordstrom reps who needed assistance with rewards platform, equipment issues, or points adjustments.
Financial Service Specialist
Nordstrom Card Services
Santa Ana, CA
02.2015 - 08.2017
- Assist customers with all service-related issues, such as payments, replacement cards, billing questions, points adjustments, reward benefits, and Icon reservations.
- Process new credit applications for customers and store representatives.
- Provide authorizations to store employees and right size credit limits for cardholders.
- Review credit bureau reports to analyze decisions related to creditworthiness.
Education
Bachelor of Arts - Political Science
California State Polytechnic University, Pomona
Pomona, CA05-2024
Associate of Arts - Political Science
Rio Hondo College
Whittier, CA05-2022
Associate of Science - Business Management And Supervision
Rio Hondo College
Whittier, CA05-2021
High School Diploma -
Walnut High School
Walnut, CA06-2016
Skills
- Chargeback processing
- Regulatory compliance
- Evidence gathering
- Customer service
- Dispute resolution
- Communication skills
- Case management
- Problem solving
- Time management
- Bilingual communication Fluent in speaking, reading, and writing Spanish
Languages
Spanish
Professional
Timeline
Dispute Specialist 2
Nordstrom Card Services
11.2024 - Current
Dispute Specialist 1
Nordstrom Card Services
06.2022 - 10.2024
Third Party Dispute Specialist
Nordstrom Card Services
02.2022 - 06.2022
Flex Service Center Representative
Nordstrom Card Services
09.2017 - 02.2022
Financial Service Specialist
Nordstrom Card Services
02.2015 - 08.2017
Bachelor of Arts - Political Science
California State Polytechnic University, Pomona
Associate of Arts - Political Science
Rio Hondo College
Associate of Science - Business Management And Supervision
Rio Hondo College
High School Diploma -
Walnut High School
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